IT Service Desk Analyst

The purpose of this role is to deliver exceptional customer service and technical support to both internal and external users globally through various communication channels. This includes handling IT Service Desk activities such as incident and service request management in accordance with IT policies and procedures.

Responsibilities

• Perform problem and Level 1 incident management activities, including analysing, documenting, and managing incidents from various customer communication channels.
• Provide excellent customer service through daily interactions.
• Take ownership and responsibility for resolving issues.
• Troubleshoot end-user issues on software applications, hardware, network, telecommunication systems, and remote desktop support.
• Assist in developing and maintaining problem and incident management processes and procedures.
• Manage incidents or requests following IT processes and procedures.
• Work shi...